Job Requisition ID #26WD99148
Position OverviewWe are hiring a Senior Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.
Do you enjoy solving problems and helping others? Are you passionate about customer experience? Using troubleshooting and communication skills, you will focus on solving issues. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load.
To be successful in this role, you will act with a sense of urgency to resolve customers' problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.
Responsibilities - Resolve customer issues across multiple channels (chat, phone, web, forums) with timely, friendly, and efficient support
- Provide expert guidance on product features, usage, and design automation to Autodesk customers
- Research, verify, and document product issues and solutions in internal systems and customer-facing knowledge base articles
- Document all support interactions accurately in the case management system
- Manage and prioritize personal backlog of support requests, including proactive handling of unassigned cases
- Handle escalations effectively, ensuring priority issues are addressed and service level commitments are met
- Troubleshoot and solve complex technical problems by applying best practices and innovative approaches
- Perform root cause analysis, identify trends, and maintain insights to improve support quality
- Collaborate across teams and assist colleagues on challenging cases to drive effective resolution
- Influence product management and development by providing feedback to improve products and customer experience
- Maintain clear and proactive communication with customers, including regular updates and expectation management
- Continuously improve technical knowledge through self-driven learning on product enhancements and features
- Contribute to process improvements and support delivery strategies, including ongoing operational enhancements
- Prioritize and manage support across different service tiers (Standard, Business, Enterprise)
- Work independently with guidance at key points, demonstrating strong ownership and accountability
- Mentor or support less experienced team members as needed
Minimum Qualifications - Bachelor's degree or equivalent work experience in Mechanical Engineering, Industrial Engineering, Systems Engineering, or related technical field
- 4+ years of industry experience
- Strong communicator and able to build relationships at all levels, taking initiative
- Consistent time management and follow through
- Demonstrated motivation to learn new skills and technologies
- Strong troubleshooting and analytical skills
- Must be flexible, decisive, self-motivated, and proactive
- Comfortable with ambiguity and working through change while driving results
- Open to training and learning new content to better assist customers
- Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities.
Preferred Qualifications - Experience with 3D modeling, visualization, or layout design tools
- Experience working in a customer-facing or consulting role
- Strong presentation skills, including the ability to demonstrate simulation outcomes and business value
- Language skills English, additional languages
- Experience with Data Management Solutions and Factory Design Utilities
The Ideal Candidate - Courage: The passion to be bold and brave in one's actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
- Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
- Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
- Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
- Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
- Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge (often driving your own learning experience as needed).
